Claims Specialist

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General Purpose of Job

The Claims Specialist is responsible for independently handling routine to moderately complex damage claims. These may involve damage to SECO property – including vehicles, real property, and equipment – or claims brought by members, contractors, or third parties. The Claims Specialist handles each assigned claim from initial intake through resolution, including investigation, liability assessment, coordination with internal departments, and documentation of claim closure. This role may involve filing claims through third-party insurance carriers when outside parties are responsible for damage to SECO property. The Claims Specialist also supports subrogation efforts, compiles documentation for internal insurance reporting or legal review, and ensures that claim files are timely, complete, and well-documented. This position works closely with the accounting team, internal departments, cooperative members, insurance carriers, policyholders, contractors, and third parties. Key responsibilities include collecting and reviewing supporting documentation (e.g., photos, reports, repair estimates), maintaining accurate records, monitoring claim progress, negotiating settlements within established guidelines, initiating write-offs as appropriate, and submitting claims for review and approval when required.

Minimum Required Qualifications and Competencies

The following includes the minimum job requirements and essential duties for this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Some job requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Education

• Minimum: High School Diploma or GED
• Preferred: Two (2) year associate degree in business administration or a related field.

Experience

• Minimum: Three (3) years of directly related experience handling damage claims, property loss, or liability issues.
• Preferred: Experience in claims handling, property damage, or customer dispute resolution.

Other Requirements

• Ability to operate a variety of office equipment, including a personal computer, printers, copy machines, and telephone.
• Ability to work irregular hours for assignment completion and flexibility to change scheduling and report to work on short notice during emergency situations.
• A valid Florida driver’s license for regular driving privileges of a company vehicle; must have and maintain an acceptable driving record as determined by SECO Energy.
• Frequent business travel to all areas of service territory required.
• Normal work hours shall be eight (8) hours between 7:00 am and 5:00 pm, Monday through Friday.
• Successful completion of pre-employment background check, physical and drug screen.

Driving Requirements

• Valid Florida Driver's License

Core Competencies

• Safety: Follows safety procedures diligently, identifies potential hazards, and takes appropriate action to maintain a safe working environment.
• Member Commitment: Provides exceptional service to members, actively listening to their needs and ensuring their satisfaction.
• Honesty & Integrity: Acts with honesty and integrity in all tasks, maintaining transparency and ethical standards.
• Work Ethic: Demonstrates a strong work ethic by consistently meeting deadlines and achieving high performance in all tasks.
• Inclusive Culture: Contributes to an inclusive culture by respecting and valuing diverse perspectives and collaborating effectively with all team members.
• Accountability: Takes responsibility for their actions and decisions, ensuring they meet commitments and deliver high-quality work.
• Teamwork: Collaborates with team members, sharing information and supporting collective goals.

Job Specific Competencies

• Claims Management Expertise: Demonstrates in-depth knowledge of the end-to-end damage claims process—from intake, investigation, liability assessment, and documentation to resolution. Apply established policies, standard operating procedures, regulatory standards, and utility-specific procedures to handle claims accurately and efficiently. Ensures data is accurately entered and consistently updated in the claims management system to meet internal requirements. Maintains timely claim processing by proactively identifying delays or deficiencies and taking appropriate steps to ensure workflow efficiency.

• Collaboration and Coordination: Works collaboratively with contractors, internal departments—including Legal, Land Rights, Insurance, Fleet, and Accounting—to support claims resolution and recovery efforts. Coordinates with field personnel to obtain incident details and assist in field investigations.

• Communication: Communicates clearly, professionally, and effectively—both verbally and in writing—with members, contractors, third parties, and internal teams. Explains claims processes, liability determinations, and resolution outcomes in a respectful, accurate, and easy to understand manner. Maintains detailed and professional correspondence throughout the claim lifecycle to ensure consistency and transparency in all interactions

• Analytical: Demonstrates strong analytical skills in evaluating claim validity, assessing liability based on evidence and policy, and interpreting records, reports, and supporting documentation to support sound decision-making.

• Negotiation and Settlement: Effectively negotiates within established guidelines with members, contractors, and third parties to reach fair and timely claim settlements while adhering to policies and liability determinations. Prepares and issues settlement agreements, ensuring required documentation—such as signed releases and tax forms—are collected.

• Collections and Recovery: Supports collection efforts for damages caused to SECO Property by coordinating with the Accounting and Legal teams as needed. Pursues recovery from at-fault third parties and their insurers and prepares write-off recommendations with clear and thorough documentation of recovery efforts taken.

Verification

The above qualifications and competencies for this position may be verified through a combination of education, experience, interview questions and technical skills exercise(s).

Essential Duties and Responsibilities

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any position shall be. It is not intended to limit or in any way modify the right of management to assign, direct, and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the cooperative.

Claims Intake & Investigation

• Handle assigned claims involving SECO property damage, member-related incidents, or third-party incidents within established time limit.
• Conduct comprehensive investigations to assess liability and damages, gathering documentation such as statements, photographs, utility locate tickets, damage estimates, service orders, PORD tickets, and law enforcement reports.
• Coordinate with Operations and Engineering teams to obtain relevant incident details in support of claim investigations.
• Apply knowledge of Florida’s Sunshine 811 regulations and related underground facility laws when evaluating excavation-related claims or damage to SECO’s infrastructure.
• Assess liability based on available evidence, SECO policies, standard operating procedures, and applicable regulatory guidelines.
• Maintain a high degree of confidentiality and professionalism when handling claims and related data.

Claims Management & Documentation

• Maintain accurate, detailed, and up-to-date records in the claims management system throughout the claim lifecycle and ensure recordkeeping meets legal and internal requirements
• Ensure timely documentation of all claim activity including notes, reports, estimates, correspondence, and supporting evidence.
• Identify delays or deficiencies and take appropriate steps to maintain workflow efficiency.

Contractor-Related Claims Coordination

• Provide relevant data and documentation related to contractor-involved incidents to the appropriate SECO-authorized contractor for further review and resolution
• Maintain ongoing communication with the contractor to monitor progress and confirm final resolution and close out the incident.

Claim Evaluation and Resolution

• Determine appropriate claim outcomes—including reimbursement, denial, or subrogation—based on available evidence, SECO policies, and standard operating procedures
• Issue or draft professional correspondence including claim acknowledgments, settlement offers, denial letters, and demand letters.
• Refer surge protection-related claims to Meter Treater when applicable and clearly communicate the referral process to SECO members enrolled in the Surge Mitigator Program and notify the Surge Team of the claim.
• Prepare and issue settlement documentation, ensuring that required releases and tax forms (e.g., IRS W-9) are obtained.
• Pursue recovery efforts from responsible third parties and their insurers.
• Support collection efforts in coordination with the Accounting and Legal teams, if necessary.
• Recommend claim write-offs when appropriate, supported by thorough documentation of actions taken.

Communication & Member Service

• Communicate clearly and professionally with members, contractors, third parties, and internal departments.
• Provide timely updates, respond to inquiries, and explain claim decisions in a respectful and informative manner.
• Maintain consistent and professional written correspondence for each claim file.

Collaboration with Internal Departments & Stakeholder Relations

• Collaborate with internal teams, including Legal, Safety, Land Rights, Accounting, Fleet, Engineering, and Operations, to resolve claims effectively.
• Promote cross-departmental communication and data sharing to ensure efficiency and compliance.
• Establish and maintain professional working relationships with local governments, county offices, law enforcement agencies, and all departments within SECO.

Process Improvement, Reporting & Workflow Optimization

• Contribute to development and documentation of internal claims procedures and best practices.
• Identify trends or recurring issues and recommend process improvements to enhance operational efficiency.
• Compile and submit monthly claim reports summarizing volumes, recovery efforts, and total claims paid, or expenses incurred.
• Recommend process improvements to the Risk Management Supervisor and assist in the implementation of new methodologies.

Flexibility & Additional Support

• Assist with additional tasks or projects as assigned.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by or those an employee encounters to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Some requirements may exclude individuals that cannot be reasonably accommodated or who pose a direct threat or significant risk to the health and safety of themselves or other employees.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk, sit, stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to ten (10) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

The work of this position is performed in a standard office environment. The noise level in the work environment is usually quiet to moderate.